Brand Financial Training™ – Email Support Fair Use Policy
Last Updated : 8 May 2023
This policy applies to email support days for exams: R01, R02, R03, R04 and R05.
WHY HAVE A FAIR USAGE POLICY?
In order that we provide a high level of service to all our members, we have the following fair use policy. It is designed to make sure Brand Financial Training can offer a useful level and quality of support to all members.
WHAT DOES OUR FAIR USAGE POLICY COVER?
Some of our customers will require more support than others. However, we must provide an equal level of service to all. We therefore limit queries to 10 questions per email support day per customer, per exam. This is regardless of whether questions are sent in one email or multiple emails. Unused queries cannot be rolled over.
Access to email support day is only available to those who are invited, please do not share or invite any friends or colleagues. Should a customer share or invite friends or colleagues without our explicit consent, they will be permanently excluded from our email support days and will not be entitled to a refund. You may access any scheduled email support day for your exam that occurs within 6 months from the date of purchase. Any email support queries sent after the validity period has ended will not be answered.
HOW IS A ‘QUERY’ DEFINED?
All queries must relate to the current examinable exam syllabus for the exam the email support day relates to. Ie, if you have recently purchased materials for R02, and have been invited to the R02 support day, you will only receive a response to questions related to the R02 syllabus for the current examinable tax year. Note that the examinable tax year runs from 1 September to 31 August.
Queries must be specific. Examples are:
“I do not understand how the example on page 48 of the study text produces the answer. Can you go through it?”
“I am struggling to understand the capital asset pricing model. I have read the CII study text but still don’t understand how to pin-point which figures need to go into the formulae”
If your query is not specific, we will send it back to you asking for more detail. This may delay the time it takes for us to get back to you with a final answer.
If we answer a query and you then respond with another query related to the same topic area, this will be considered a new query and the two-day turnaround period will restart.
If you send a detailed and complex email, it will be split into multiple queries which will count towards your 10-question limit.
If you send us a query and later inform us that you no longer need it answered, it will still count towards your 10-question limit.
RESPONSE TIMES
We will respond to queries within 2 working days. If there is further clarification required as to the nature of your query, the response time restarts from when we receive your clarification.
We reserve the right to extend the response time, without notice, due to unforeseen circumstances such as having an unusually busy support period, staff illness or for a particularly complex but valid query.
AM I LIKELY TO BE AFFECTED BY THE FAIR USE POLICY?
If you consider your support query before sending it to us and do not waste your queries by asking questions that are easily answered in the study text, it is unlikely you will ever be affected by this policy.
Any use of Brand Financial Training’s email support groups outwith the limitations stated above will contravene this Fair Use Policy. We reserve the right to not respond to any queries submitted to us over and above the fair usage policy, and those who abuse the facility may be blocked from further email support days.
We cannot anticipate every single query we are likely to get, however, our service makes a number of assumptions about the frequency of support for each customer. Excessive use by a customer will also tie up a query handler disproportionately, and adversely affect the service for everyone else.
Therefore, we have the following guidelines:
- Review the relevant sections in the CII study text and related resources first, before asking us for help.
- As you have a maximum of 10 queries per support day, ensure that you word your query well. Try to make it as clear as possible so that we can answer the query quickly.
- If you raise queries not related to the exam syllabus or the current examinable tax year, they will not be answered.
- Your query needs to be specific. If it is too vague, you will be referred to the relevant section in the study text and this will be deducted from your 10-query allowance.
ACTIONS
If we consider that a member is in breach of this policy, we will advise them by email and set out the terms by which we supply this service. Depending on the circumstances, we may exercise our right to terminate access to this service.
We would expect that most instances of unfair use can be resolved quickly and amicably.
We hope you appreciate the spirit of this Fair Use Policy and thank you for your cooperation.
